Types of business letters and memos

1. BUSINESS
COMMUNICATION
GROUP 2: CUTEST GIRLS
CHAP 6:
Types of business letters and memos

2. Table of contents
The details of each those types letter.
01
03
02
04
Formulating
massages
5 most common types
of Business letters
Memos Conclusion

3. Formulating
massage
01

4. Writing effective, diplomatic letters can be challenging.
To communicate with your audience effectively, we
have to determine
●● what to say
●● how to say it
●● where to say it

5. Select the suitable tone, organization the
letter well.
Select the best communication strategy also.
Some messages need to be direct and clear-
cut; others require being indirect, holding off
a bad news message until you prepare the
reader for it.

6. Insensitive version
Respectful version

7. The 5 most common types
of Business letters
Customer
relations letters
Inquiry letters
Sales letters
Special request
letter
Cover letters

8. Details of 5 most
common types of
Business letters
02

9. Inquiry Letters
An inquiry letter asks for
information about a product, service,
or procedure.
These five rules for writing an effective inquiry letter:
● states exactly what information the writer wants
● indicates clearly why the writer requests the information
● keeps questions short and to the point
● specifies when the writer must have the information
● thanks the reader

10. Cover Letters
An cover letter accompanies a document (e.g.,
a proposal, a report, a contract, a portfolio)
that you send to your readers.
A cover letter should do the following:
● Provide a written record that you have transmitted a document.
● Tell readers why you are sending them the document.
● Briefly summarize what the document contains—number of sections,
visuals, statistics, appendices, etc
● Explain why the document is of interest to readers.
● Express a willingness to answer questions about the document.
● Thank readers for their time.

11. Special Request Letters
Ask a company for information that you as a
student will use in a paper, an individual for a
copy of an article or a speech, or an agency for
statistics or other information that your
company needs to prepare a proposal or sell a
product.

13. Special Request Letters
A sales letter is written to persuade the reader
to buy a product, try a service, support some
cause, or participate in some activity.
Preliminary Guidelines
1. Identify and limit your audience
2. Use reader psychology
3. Send your sales letter at the right
time
4. Don’t be a bore or boast.
5. Use words that appeal
to the reader’s senses
6. Be ethical

14. The Four A’s of Sales Letters
attention
Getting the
Reader’s Attention
appeal
Highlighting the
Product’s Appeal
application
Showing the
Customer the
Product’s or Service’s
Application
action
Ending with a
Specific Request for
Action

15. Customer relations
letters
Customer relations letters aim to establish and maintain friendly
working relations.
● The letter reveal customer sensitivity to their needs- to thank,
to complain, to request an explanation.
● It could be good/bad news, acceptances/ refusals.

16. Tips for a effective letter
- Be a diplomatic and persuasive writer
- Always be ethical in responding- be fair, honest,
undeniably legal and professional
- Start a letter with suitable approach

17. Good news letter
● Thank you letter
● Congratulations letters
● Adjustment letter
Bad news letter
● Complaint letters
● Adjustment letter
● Collection letters
Use the direct approach to start a letter. While you write indirectly for bad news.

18. Follow-up letters
A letter is sent after a sale to
thank customer for buying a
product/service.

19. Complaint letters
A letter is written by a defective
product, late deliveries,
inadequate or rude service.
Be rational, no hostile

20. How to write an
effective complaint
letter?

21. 1 2 3
Adjustment Letter
Respond to
complaint letter
Restore customer
confidence
Whether the answer
is “Yes” or “No”

22. 4 steps to say “Yes”
in adjustment letter
Admit immediately that the customer’s
complaint is justified and apologize.
State precisely what you are going to do to
correct the problem.
2
1
Tell customers exactly what
happened.
End on a friendly and positive note.
4
3

23. 5 suggestions for saying “No”
2
Give your decision
without hedging.
Thank customers for writing.
State the problem carefully to
reassure the customer that you
understand
the complaint.
Explain what happened with
the product or service before
you give the customer a
decision.
1 3
Leave the door open for better
and continued business.
4 5

24. Refusal-of-Credit Letters
Begin on a positive, not a
negative note.
1
Provide a clear-cut
explanation
2
End on a positive note.
3
Deals with a company’s refusing
credit to an individual or another
company.
Guidelines

25. Collection Letters
What they are
Collection letters are letters
sent out to individuals for
nonpayment of bills.
Each case should be
handled individually.
How to send

26. Figure …: A Early and A Final Collection Letters

27. Memos
03

28. The memo’s
chief function:
To record information of immediate importance and
interest in the busy world of work

29. Memo protocol and
Company Policies
Send memos to the
appropriate individuals
Be timely
Be professional
Be tactful

30. Remember to ask
the questions
When? Who? Where? Why? Cost?
Technology? What’s next?

33. Conclusion
04

34. CONCLUSION
Regardless of the type of business letter you write, follow
these guidelines:
● Analyze your audience and their needs
● Determine your reason for writing
● Organize your information
● Draft your letter carefully
● Revise your letter
● Proofread, proofread, and proofread

35. THANK YOU FOR
YOUR LISTENING !